Refund policy

Last Updated: June 2026

At Ailaré, we are committed to providing premium-quality hair extensions, wigs, closures and frontals. Due to the hygienic nature of our products and the bespoke nature of many hair purchases, please review this policy carefully before placing an order.

By purchasing from Ailaré, you acknowledge that you have read, understood and agreed to this Returns & Refund Policy.

Order Cancellations

Orders may be cancelled within 4 hours of purchase for a full refund.

Cancellation requests submitted after 4 hours may be declined if sourcing, quality control, packaging, processing or fulfilment has commenced.

To request a cancellation, please contact us immediately at info@ailarehair.com with your order number.

Returns Eligibility

To be eligible for a return, all of the following conditions must be met:

• The item must be unused, unworn and unaltered.

• The item must remain in its original packaging.

• All tags, seals, protective ties and packaging must remain intact.

• A return request must be submitted within 48 hours of confirmed delivery.

• The item must be received by Ailaré within 14 days of return approval.

Returns that do not satisfy all eligibility requirements will be refused.

Non-Returnable & Non-Refundable Items

For hygiene, safety and quality assurance reasons, we cannot accept returns, exchanges or refunds for:

• Hair that has been installed, worn or tried on

• Hair that has been brushed, combed, washed or conditioned

• Hair that has been cut, coloured, toned, bleached or chemically processed

• Hair that has been heat styled beyond reasonable inspection

• Products removed from their original packaging

• Custom-made wigs

• Custom-coloured products

• Sale items and promotional items

• Gift cards

• Products altered by third-party stylists, salons, wig makers or installers

Human Hair Disclaimer

Ailaré products are made using natural human hair.

As a result, natural variations may occur between bundles, closures, frontals and wigs, including but not limited to:

• Colour tone

• Texture

• Curl pattern

• Density

• Lustre

• Strand thickness

These variations are natural characteristics of human hair and do not constitute defects, faults or grounds for refund, return or exchange.

Texture Match Disclaimer

Texture names, curl classifications and texture recommendations are provided as general guidance only.

Individual hair textures vary significantly from person to person. While we strive to provide accurate descriptions and recommendations, Ailaré does not guarantee an exact match to a customer's natural hair texture, colour or styling preferences.

Length Disclaimer

All hair lengths are measured in their fully stretched or straightened state.

Curly, coily and textured collections may appear significantly shorter when worn in their natural state due to natural shrinkage.

This is an expected characteristic of textured hair and does not constitute a product defect.

Product Photography Disclaimer

Product photographs and videos are provided for illustrative purposes only.

Hair featured in marketing materials may be professionally installed, customised, coloured, styled, curled or photographed under professional lighting conditions.

Actual products may vary slightly due to natural hair characteristics, lighting conditions and screen settings.

Differences between marketing imagery and customer expectations do not constitute grounds for a refund.

Lace Products Disclaimer

HD Lace and Ultra Thin Film Lace products may require tinting, bleaching knots, plucking, styling and professional installation to achieve a desired appearance.

Results vary based on installation method, maintenance, skin tone and styling techniques.

Ailaré does not guarantee specific installation results and cannot accept returns based on installation outcomes.

Colouring, Bleaching & Chemical Processing

Many Ailaré products can be coloured and styled; however, bleaching, colouring, toning, chemical processing and excessive heat styling may permanently alter the texture, curl pattern, quality and lifespan of the hair.

Any product that has been chemically altered becomes immediately ineligible for return, refund or exchange.

Certain textures, including curly and coily collections, may loosen or change permanently following chemical processing.

Third-Party Stylist Disclaimer

Ailaré is not responsible for services performed by third-party salons, hairstylists, wig makers or installers.

Any modification, installation, colouring, bleaching, cutting, treatment or customisation performed by a third party voids eligibility for return, refund or exchange.

Damaged, Defective or Incorrect Orders

Customers must inspect their order immediately upon delivery.

If you believe you have received a damaged, defective or incorrect item, you must notify us within 48 hours of confirmed delivery.

Your claim must include:

• Order number

• Detailed description of the issue

• Clear photographs

• Video evidence where requested

Failure to provide evidence within the required timeframe may result in the claim being declined.

Ailaré reserves the right to request the item be returned for inspection before issuing a replacement, exchange, store credit or refund.

Return Inspection Process

All returned products undergo a quality inspection upon receipt.

For quality assurance and dispute prevention purposes, returned packages may be photographed and video recorded during opening and inspection.

If inspection reveals evidence of wear, installation, styling, washing, cutting, colouring, chemical treatment, tampering or any breach of this policy, the refund request will be denied.

Shipping Address Responsibility

Customers are solely responsible for ensuring that all billing and shipping information is accurate at the time of purchase.

Ailaré is not responsible for orders delayed, lost, returned or misdelivered due to incorrect information provided by the customer.

Shipping Issues

Once an order has been handed to the shipping carrier, delivery is subject to the carrier's terms and conditions.

If your parcel is lost, delayed or damaged during transit, please contact us as soon as possible and we will assist where reasonably possible.

Claims relating to shipping issues may require carrier investigation before any resolution can be offered.

Made to Order

Certain products may be offered on a made to order basis.

By placing a made to order product, you acknowledge that dispatch dates are estimates provided in good faith and are not guaranteed.

While we make every effort to fulfil orders within stated timelines, delays may occur due to manufacturing, supplier, customs, shipping or other circumstances outside our reasonable control.

Customers will be notified of significant delays where applicable.

Fraud Prevention & Order Review

Ailaré reserves the right to refuse, cancel or place any order on hold where fraud, unauthorised payment activity, reseller activity or suspicious behaviour is reasonably suspected.

Additional verification may be requested before an order is processed.

Chargebacks & Payment Disputes

We encourage customers to contact us directly to resolve any concerns before initiating a chargeback or payment dispute.

Where a chargeback is initiated for an order that complies with our published policies, Ailaré reserves the right to provide supporting evidence to the relevant payment provider, including but not limited to:

• Order records

• Customer correspondence

• Product descriptions

• Tracking information

• Delivery confirmation

• Photographs and videos

• Acceptance of policies at checkout

Refund Processing

If a return is approved, refunds will be issued to the original payment method used at checkout.

Shipping charges are non-refundable unless the return is due to an error on our part.

Please allow up to 10 business days for your payment provider to process the refund after approval.

Force Majeure

Ailaré shall not be liable for any delay or failure to perform its obligations where such delay or failure results from circumstances beyond our reasonable control, including but not limited to supplier delays, customs inspections, transportation disruptions, strikes, natural disasters, governmental actions or other force majeure events.